Customer Service Representative

Title:  Customer Service Representative/Dispatcher

Reports to:  General Manager

Job Type:  Full-Time

Location:  Richmond, VA 

Come join our team and open the door to an amazing career at Apple Door Systems! We have an immediate need for a Customer Service Representative/Dispatcher at our Richmond, VA location.

With locations in Richmond, Ashland, Waynesboro, Chesapeake and Williamsburg, the Apple Door Family has been serving Virginia since 1973. Whether it's our hallmark garage door products, awning and solar shading systems or heavy-duty industrial doors, Apple has the access products of choice. Each location has a fully staffed showroom and customer service center where you can be prepared to receive quality, craftsmanship and trust. 

We often wonder what “The Apple Advantage” is, what makes us different than our competitors and what has kept this company in business for over 50 years? The answer is simple – OUR AMAZING EMPLOYEES! The employees of Apple Door are the advantage that we have. Without each one of our employees giving their all every day, we could not do what we do. Thank you to our employees for being “The Apple Advantage”! 

Summary

The Customer Service Representative/Dispatcher is the backbone of our operations, ensuring smooth office functioning and top-notch customer service. With excellent interpersonal skills and a knack for organization, they greet visitors, handle inquiries, and maintain records meticulously. From processing orders to scheduling service requests and keeping our inventory in check, they're a vital link in our team. The ideal candidate brings customer-facing experience, strong communication skills, and a proactive mindset to the table. Join us in delivering excellence every day.

Duties

• Greet visitors and customers in a professional and friendly manner.
• Handling basic customer service inquiries and resolving issues or escalating them to the appropriate personnel.
• Keeping records of visitor and client interactions.
• Collaborating with other administrative staff to ensure smooth office operations.
• Receive incoming orders and ensure accurate processing and shipment of outgoing orders; ensure timely delivery.
• Schedule all service requests from customers and confirm appointments.
• Coordinate with technicians to map and confirm schedules for the next day and prepare tickets.
• Conduct follow-up calls to customers to ensure satisfaction and address any concerns.
• Assist field technicians during the day as needed, providing logistical support and coordination.
• Assist with filing and administrative tasks as needed to support office operations.
• Answer phones - this position is first in line to answer phones during standard business hours 8:00AM to 5:00PM. One Saturday a month from 9AM - 12PM is required.

Qualifications

• Must be at least 18 years old.
• Reliable transportation to and from work.
• Experience in handling incoming orders, processing shipments, and ensuring timely delivery.
• Proficiency in scheduling appointments and managing service requests from customers.

Preferred Qualifications

• Prior experience in retail or customer-facing roles preferred.
• Commercial door and access product experience.
• Experience in handling incoming orders, processing shipments, and ensuring timely delivery.

Skills 

• Teamwork centric mindset with a collaborative attitude towards achieving department and company goals.
• Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Attention to detail and organizational skills.
• Order processing and shipment management.
• Appointment scheduling and time management proficiency.
• Excellent problem-solving abilities.
• Logistical support and coordination capabilities.
• Skilled in Microsoft Office Suite, Teams, and Outlook Email 

Work Conditions

• Climate-controlled office environment
• Repetitive hand and wrist motion, use of computers, and internal office equipment 

Benefits

We are proud to offer a robust benefits package to our team members including:

• Competitive pay
• Medical, dental, and vision insurance with      multiple plan options 
• Short- and Long-Term Disability
• Employer-paid Life Insurance with buy-up options
• Accident Care
• Hospital Indemnity
• 401(k) with Employer Match 
• Generous Paid Time Off (PTO)
• Paid Holidays 
• Team member recognition & reward programs 

Core Values 

At Apple Door Systems, we base our actions on the following core values and request the same from all team members: 

• Teamwork – we operate as a team and succeed together.
• Grit – we have the courage, strength, and character to persevere.
• Sincerity – we are transparent and trustworthy.
• Development – we strive for continuous improvement, both professionally and personally

We are an (EOE) Equal Opportunity Employer.